Head of Customer Success

**Audience Republic** is an all-in-one CRM & marketing platform for events and venues. Our customers are some of the largest names in the world — including events featuring artists like Justin Bieber, Post Malone, RUFUS DU SOL, ODESZA and Flume.

We are a fast growing technology startup in B2B SaaS, and have raised $9M from investors. Our team is based across North America, United Kingdom, Europe and APAC.

**The Role**

Are you looking to join the leadership team for a B2B SaaS startup in Sydney? As Head of Customer Success, you'll be responsible for Customer Success as a department, driving our retention, expansion and client satisfaction. You'll manage our tight-knit team of 3x CSMs and 1x Support based in APAC and North America. You'll be commercially savvy, people and process-oriented leader, who thrives in a startup environment—equally adept at leading a team and rolling up your sleeves as an individual contributor.

**What will you do?**
- **Lead and manage a high performing customer success team**
- Build & lead a team of high performing CSM's (Currently 3x CSMs, 1x Support) - across APAC and North America
- Create rapid on-boarding process for new team members, including playbooks and policies
- Mentor the team, and encourage their continuous learning & improvement
- **Drive customer success outcomes**
- Increase renewal rates and reduce customer & revenue churn
- Expand our revenue in accounts through driving expansion revenue through upsells, cross sells and upgrades
- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores Drive new business growth through greater advocacy and reference-ability (testimonials, case studies, reference clients etc)
- **Define and optimise customer success processes**
- Map customer journey and client engagement process
- Develop listening points in journey (e.g., usage, satisfaction, etc.)
- Standardize interventions for each point in journey
- Define segmentation of customer base and varying strategies
- Identify opportunities for continuous improvement Learn from best practices in industry
- **Manage Customer Success Activities**: Onboarding, Training, Client Support, Renewals, Cross-sell / Up-sell, Advocacy
- **Measure Effectiveness of Customer Success**
- Define operational scorecard metrics for team and individuals (leading and lagging indicators)
- Establish system for tracking metrics
- Create cadence for review within team Expose subset of metrics to leadership team, company and board
- **Enhance Effectiveness and Efficiency Through Implementing Technology**
- CRM/Customer success management platform
- Customer support systems Data analysis and reporting
- **Align Customer Success With Other Departments**
- Align with Marketing around marketing to existing clients
- Align with Product around driving product roadmap based on client feedback
- Align with Sales around creating a smooth handover experience
- Align with Finance around retention metrics & forecasting
- Drive company-wide definition of ideal customer
- Create company-wide customer feedback loop

**You are someone who**
- Has at least 5 years experience in Customer Success for a B2B SaaS startup
- Has at least 3 years experience in a Customer Success management role at Director level or above
- Are located in Sydney and willing and able to work from our Sydney office

**How do we work?**
- **#Customer Obsessed** - You'll be obsessed with our customer, becoming an expert on their problems and how to solve them. You'll be focused on contributing to an amazing experience for our customers.
- **#Raise The Bar** - You are always pushing the boundaries of what you are capable of. You'll be constantly improving and levelling up your skills.
- **#Massive Impact** - You think like an owner, and always focus on making an impact on collective goals, not just your own individual goals.
- **#Hungry & Humble** - You really want it, are resilient and tenacious. You have a strong work ethic, but also have the humility to receive feedback, or be open to new approaches.